Timescale to make complaint: within 12 weeks of the fundraising incident or the communication that you are complaining about.
- Stage 1 - complaint to Fundraising Office and timescale for response
The Fundraising Office will investigate your complaint, record it securely and respond promptly and within 21 working days of receipt. If the matter requires further investigation, we will provide you with an update within this time frame.
When making your complaint, please provide as much information as you can to assist us in handling your complaint. At a minimum, please tell us details of your concern or complaint relating to our fundraising practice, as well as provide us with contact details for the best way to contact you to try and resolve your complaint. If you can, please tell us when it happened and the context and what you would like us to do to put things right.
- Stage 2 - escalation to the Chief Executive & Principal and Board of Trustees and timescale for response
Should you remain dissatisfied, you may forward your concern to the Chief Executive & Principal.
The Chief Executive & Principal will investigate your complaint, record it securely and respond promptly and within 21 working days of receipt. If the matter requires further investigation, we will provide you with an update within this time frame. Your complaint will also be shared to the Board of Trustees.
The Fundraising Office has a duty to report all concerns to The Board of Trustees who will receive an annual report summarising any complaints received from our donors and prospective donors and the general public about our fundraising practices.
When making a complaint, please provide as much information as you can to assist us in handling your complaint. At a minimum, please tell us details of your concern or complaint relating to our fundraising practice, as well as provide us with contact details for the best way to contact you to try and resolve your complaint. If you can, please tell us when it happened and the context and what you would like us to do to put things right.
- Stage 3 - contact the regulator
Should you remain dissatisfied, you may forward your complaint to the Fundraising Regulator. The Fundraising Regulator reviews concerns and complaints where a fundraising organisation may have breached the Code of Fundraising Practice.
The Fundraising Regulator is the independent regulator of all fundraising carried out by or on behalf of charitable, philanthropic and benevolent organisations in England, Wales and Northern Ireland. They also regulate fundraising in Scotland carried out by charities registered in England, Wales and Northern Ireland.
The Fundraising Regulators role includes maintaining and developing the UK-wide Code of Fundraising Practice (the code) and investigating complaints from members of the public about fundraising practice if these cannot be resolved by the charities themselves.
Your personal information
We will use the information you provide us to record and respond to your complaint.